Customer Service Executive

As the research and analysis division of the Economist Group, The Economist Intelligence Unit (EIU) helps leaders prepare for opportunity, empowering them to act with confidence when making strategic decisions. The EIU is the global standard in providing quality, actionable intelligence to the public and private sector, assessing issues that impact the marketplace for over two hundred countries.

As part of the EIU Customer Service team you will provide a first class service to prospects and clients, ensuring all calls and correspondence are handled professionally, within agreed timescales and to standards set by the company.

We are looking at candidates who have the right to work and be based in Singapore.

How will you contribute

• Respond to all inbound enquiries (telephone, e-mail, web, CRM) relating to Economist Intelligence Unit products and services:
• Make outbound calls wherever appropriate as a result to an enquiry either by telephone or correspondence
• Contact customers regarding their orders and/or payments when instructions are ambiguous.
• Resolution of queries
• Prepare standard and non-standard correspondence
• Process orders using relevant databases
• Update and maintain customer records
• General administration and ad hoc duties to support the team
• Identify potential sales leads to pass on to the Sales teams
• Gain product knowledge in order to service, promote and cross sell Economist Intelligence Unit products across all media
• Build and retain excellent relationships with internal teams, including the digital, Sales, Marketing and Editorial teams
• Flexibility to assist within other departments should the need arise

The ideal skills are:

Experience:

• Customer Service experience in similar environment dealing with ad hoc requests via telephone, correspondence, e-mail and web.
• Producing own correspondence

Skills:

• Strong customer focus
• Articulate, good communication both verbally and literacy
• Accurate keyboard skills - Alphabetical and Numerical.
• Maintain professionalism whilst under pressure
• Good organisational skills, strong attention to detail and problem-solving skills
• Focused
• Ability to adapt and thrive in a dynamic business environment
• Ability to develop innovative & creative solutions with a proactive mindset
• Excellent time management, and prioritization skills

Professional attributes:

• Strong Customer Focus
• Team Player
• Committed to Quality
• Determination to Succeed
• Flexible Approach to Change
• Ability to use initiative